Lead Engineer - EUC (Cluster office)

Position Overview

The EUC Engineer provides technical support to end users on various technical issues and problems relating to hardware and software. He/She responds, documents and resolves service tickets in a timely manner and according to Service Level Agreements. He/She creates new report templates and formats for new analysis. He/She interacts with cross functional teams, understands support requirement, performs ad-hoc root cause analysis, develops checklists for typical problems and defines methods for issue resolution and prevention. He/She is required to be on standby with on-call availability, varied shifts including nights, weekends and holidays. He/She understands the service level requirements and strives for continuous service improvement by providing quality technical support to end users.

He/She is able to identify interdependencies when analysing problems and developing creative solutions. He/She displays a sound judgement when making decisions and demonstrates initiative when situation calls for action.

Role & Responsibilities

Provide IT Support

Provide technical support to users

Perform ad-hoc analysis 

Assist users with hardware and software installations 

Act as a resource for colleagues with less experience

Maintain Systems

Organise system activities including planned maintenance events, system backup processes and disaster recovery drills

Develop supporting documentation of all activities 

Research alternates to existing software and hardware

Implement New Systems 

Install hardware equipment, software and maintenance agreements 

Perform acceptance testing of installed/upgraded equipment

Oversee integration, compatibility and continuing operations of systems to ensure minimal disruption

Design new methods of highly complex reporting and presentation

Conduct office automation feasibility studies

Resolve Issues

Coordinate activities to identify, diagnose and rectify problems with little precedence

Simulate user problems to resolve operating difficulties

Develop innovative solutions and/or systems modifications to reduce user problems 

Develop mitigating and/or preventive solutions 

Assist senior leaders in disaster recovery planning and testing

Requirements

Diploma/Degree in Computer Science of equivalent

At least 7 years above experience in developing, implementing and maintaining IT systems 

Experience in mass EUC deployment for building relocation, renovation projects and new set-up implementation 

Certification in ITIL, MCSE preferred

Self moltivated, good interpersonal skills, ability to write, communicate and present salient points and ideas to get buy-in

Strong vendor management skills

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